Confidential Jobs · 1 day ago
Director of Customer Success - Media
United States
Full-time
Remote
Director/Executive
7+ years exp
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Responsibilities
Develop and implement customer success strategies to improve customer retention, satisfaction, and growth.
Lead, mentor, and manage a team of Customer Success Managers and Specialists.
Drive customer onboarding processes to ensure smooth product adoption and efficient implementation.
Establish key performance indicators (KPIs) for customer success metrics and monitor team performance.
Collaborate with Sales, Product, and Marketing teams to identify opportunities for upselling and cross-selling.
Build and maintain strong relationships with key customers, acting as a trusted advisor to ensure their ongoing success.
Address and resolve escalated customer issues, ensuring prompt and effective solutions.
Oversee the creation and delivery of training, resources, and support materials to enhance customer education and product usage.
Provide regular reporting to executive leadership on customer success metrics and trends.
Identify areas for improvement in processes and tools, driving initiatives to enhance customer experience.
Qualification
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Required
Bachelor’s degree in Business, Marketing, or a related field (Master’s degree preferred).
At least 3 years working in a digital media company.
7+ years of experience in customer success, account management, or a related field, with at least 3+ years in a leadership role.
Proven track record of managing and developing high-performing teams.
Strong analytical and problem-solving skills with the ability to make data-driven decisions.
Excellent communication, interpersonal, and negotiation skills.
Experience working with CRM and customer success software platforms.
Ability to work cross-functionally and influence decision-making across multiple teams.
Preferred
Familiarity with SaaS or technology industries.
Experience in change management and process improvement.
Understanding of customer success best practices and trends.
Company
Confidential Jobs
Confidential Jobs is operated by ExecThread, Inc. (https://execthread.com).
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Amy Nelson
Managing Partner
Brandon Nolan
Chief Information Security Officer
Company data provided by crunchbase
